Analyst- Technical Support

The Analyst- Tech support is responsible for data processing, fulfilment production support, and technical administration for the Bureau team. The role plays a key part in ensuring the accurate and timely delivery of client fulfilment services, maintaining data integrity, supporting customer service operations, and driving continual process improvements through the effective use of AI, ADvance, and Zendesk.

The post holder is responsible for the procedures, data analysis, and processing activities required to support client production schedules and order fulfilment processes as directed by the Fulfilment Team Manager. The role works closely with the Bureau management team to implement, maintain, and continually improve departmental systems and processes.

Production and data processing.

·        Process client magazine fulfilment runs accurately and within agreed deadlines.

·        Manage renewal campaigns and fulfilment activities within the database.

·        Set up and maintain online and offline pricing structures.

·        Perform ad hoc data analysis, reporting, and processing tasks.

·        Identify and promptly escalate potential database, production, fulfilment, or delivery issues to the appropriate teams.

·        Record and securely store all payments for audit and reconciliation purposes.

·        Reconcile payment batches at the point of processing.

·        Produce logistical, financial, customer service, and operational reports as required.

·        Ensure all activities comply with GDPR and company data protection policies.

·        Support testing and implementation of new processes, platform enhancements, and client requirements.

Build Product knowledge to expert level.

·        Develop and maintain expert-level knowledge of the company's fulfilment platform and systems.

·        Gain a thorough understanding of ADvance fulfilment and payment processes and ensure procedures are followed accurately.

·        Liaise with the Abacus Support Team to support system improvements, developments, and change requests.

·        Become proficient in Zendesk administration and support functions.

·        Identify opportunities to automate and streamline routine tasks through AI and system functionality.

·        Support the ongoing development of departmental best practices and operating procedures

We are looking for an individual with advanced Excel skills, a keen interest in emerging technologies, and the ability to quickly learn and adapt to new systems and processes. Accuracy, attention to detail, and a methodical approach are essential to success in this role. The successful candidate will possess excellent communication and interpersonal skills, enabling them to work effectively across teams. They will also demonstrate the ability to identify opportunities for improvement and successfully implement enhancements to company systems, workflows, and departmental procedures.

·        Bachelor's degree or equivalent qualification in any field.

·        1-3 years of relevant experience in a similar role.

Confidentiality by default – a consistent commitment to handling all privacy information with discretion, integrity, and professionalism.

Attention to detail – a habit of carefully reviewing documents, trackers, and policies to ensure accuracy and completeness.

Strong organizational discipline – the ability to manage priorities, deadlines, and follow-ups in a structured and reliable manner.

Regulatory curiosity – an active interest in understanding and monitoring evolving privacy laws and compliance expectations.

Collaborative mindset – a willingness to engage constructively with different teams to gather information and support assessments.

Continuous learning orientation – a drive to keep developing knowledge and staying informed about emerging data protection developments.

Display ethical character and competence - acts with integrity and intent, is accountable for own actions, behaves per the values. Act as a good citizen of Naviga

Curiosity – always seeking the “why’s” and “how’s” in the interest of continuous learning and the mastery of a craft.

Innovation – the courage to challenge prevailing assumptions and suggest better ways of doing things to achieve business value.

Comfortable with ambiguity – can begin to explore and solve complex problems even when the problem and solution are not always well defined.

 Disclaimer: This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. Responsibilities, tasks, and duties of the jobholder might differ from those outlined in the job description and other duties, as assigned, might be required.